Simple Claims Process
We've streamlined our claims process to support you during difficult times
At Upwill, we understand that dealing with insurance claims can be stressful, especially when your domestic helper needs medical attention or has experienced an accident. That's why we've designed our claims process to be as simple and efficient as possible.
Our dedicated claims team is committed to processing your claim quickly and fairly, with most claims settled within 14 working days after we receive all required documents. For emergency situations, we offer expedited processing to ensure your helper receives the care she needs without delay.
Remember to submit your claim as soon as possible, ideally within 30 days of the incident. This helps us process your claim more efficiently and ensures you receive your settlement quickly. If you have any questions about your coverage, please check our coverage details or insurance FAQ for more information.
Easy 3-Step Claims Process
Follow these simple steps to file a claim for your domestic helper
Notify Us
Report your claim as soon as possible, ideally within 30 days of the incident. For serious incidents involving police reports, please provide the case number.
Complete the claim form with all required details
For accident/injury claims, provide incident details
For serious incidents, file a police report if necessary
Submit Documents
Gather and submit all required supporting documents along with your completed claim form. The specific documents needed will depend on the type of claim you're filing.
Original medical bills and receipts
Medical certificates and reports
Hospital discharge summary (for hospitalization claims)
Work permit copy and other relevant documentation
Claims Processing
Once we receive all your documents, our claims team will assess your claim and process it promptly. Most claims are settled within 14 working days after receiving complete documentation.
Claim assessment by our dedicated claims team
Additional information may be requested if needed
Claim approval and settlement processing
Payment made directly to your bank account
Required Documents by Claim Type
Prepare the right documents based on your specific claim to ensure faster processing
Medical/Injury Claims
For outpatient treatment or hospitalization due to accident or illness
- Completed claim form
- Original medical bills and receipts
- Medical certificates
- Medical report/hospital discharge summary (for hospitalization)
- Copy of helper's work permit
- Accident report/police report (if applicable)
Personal Accident Claims
For permanent disability or death due to accident
- Completed claim form
- Medical report confirming permanent disability (for disability claims)
- Death certificate/post-mortem report (for death claims)
- Police report
- Copy of helper's work permit
- Proof of relationship between the insured and beneficiary (for death claims)
Repatriation Claims
For expenses incurred to send your helper back to her home country
- Completed claim form
- Death certificate (for death cases)
- Medical report confirming serious illness/injury preventing work
- Original invoices for repatriation expenses
- Copy of helper's work permit
- Proof of repatriation (e.g., air ticket)
Wages & Levy Compensation Claims
For compensation when your helper is hospitalized
- Completed claim form
- Original hospitalization bills
- Medical certificates showing hospitalization period
- Evidence of wages/levy payment
- Copy of helper's work permit
Please note that additional documents may be required depending on the specific circumstances of your claim.
Letter of Guarantee (LOG)
Minimize out-of-pocket expenses for your helper's hospitalization
What is a Letter of Guarantee?
A Letter of Guarantee (LOG) is a document we provide to hospitals that eliminates the need for you to pay a large upfront deposit when your domestic helper requires hospitalization. This allows your helper to receive immediate medical attention without you having to worry about large out-of-pocket expenses.
With our LOG service, we will settle the hospital bill directly with the hospital after your helper is discharged, subject to the terms and conditions of your insurance policy.
How to Request a LOG
You can request a LOG up to 7 days before your helper's planned hospital admission or even after she has been admitted in emergency situations. To request a LOG, simply contact our customer service hotline or submit a request through your online account.
Our LOG service is available at all major public hospitals in Singapore, including Singapore General Hospital, Changi General Hospital, and National University Hospital.
Claims Handling Tips
Follow these tips to ensure a smooth and efficient claims process
Submit Claims Promptly
Report your claim as soon as possible, ideally within 30 days of the incident. This helps us process your claim faster and ensures you receive your settlement without unnecessary delays.
Complete Documentation
Ensure all required documents are submitted together with your claim form. Incomplete documentation is the most common reason for delays in claims processing, so double-check that you have included everything needed.
Keep Original Documents
Always keep the original copies of your medical bills, receipts, and reports for at least six months after submitting your claim. We may request to examine these original documents if needed during the claims assessment process.
Frequently Asked Questions about Claims
Find answers to common questions about the maid insurance claims process